Manager, Technical Services / Technical Project Manager Resume Berwyn, PA - Hire IT People

SUMMARY:

Senior Technical Project/Program Manager with proven record of leading diverse teams in managing all phases of PDLC (Product Development Life Cycle) with focus on Operations/Professional services.
Versatile, and collaborative leader with experience in cross - functional team environment.
Leads team by example and with strong sense of ownership.
Leverages customer relations, proactive problem solving, strategic team building, and detail oriented with hands-on approach, resulting in organization achieving goals, revenue targets, cost savings, and customer success.
Certified in PMP, CSM and ITIL v3 Foundation.
Proven skills in project planning (Requirements, Resource, Risk, Quality, and Budget) creating work breakdown structure, executing, tracking, and reporting. Excellent customer liaison, and stakeholder management skills.
Experienced in traditional Waterfall (PMBOK) and Agile methodologies. Strong technology background with MBA, and MS.

CORE COMPETENCIES:

Program Management
Project Management
Stakeholder Management
Product Acceptance
Testing Team Building
Customer Success & Technical Support

TECHNICAL SKILLS:

OS, Languages, Database: UNIX, LINUX, Oracle, Solaris, VxWorks, SQL, RDBMS, HTML, Java, C

Wireless/Telecom: GSM, UMTS, CDMA, LTE, E911,SS7, SIGTRAN, AGPS, Wi-Fi, RF

Tools: and Others: Microsoft - Project, Excel, Visio, Word, Office, SNMP, TCP/IP, WebNMS, MapInfo, Street Atlas, CISCO, IBM ClearQuest, Remedy, PDLC/SDLC-Agile & Waterfall, ITIL v3

PROFESSIONAL EXPERIENCE:

Confidential, Berwyn, PA

Manager, Technical Services / Technical Project Manager

Responsibilities:

Developed and verified test plans in field for Location Software products, including various features, bug fixes, regression, KPIs, End of Support, and 3rd-party software, resulting in proper implementation of expected functionality.
Created, implemented, and improved business processes in service transition phase that ensured successful execution of validation tests and led to customer acceptance of products for general availability.
Initiated customer and internal stakeholder reviews of test plans, Method of Procedures (MOP), reports and customer satisfaction surveys for each field engagement, resulting in product acceptance.
Developed and implemented end-to-end process management, resulting in effective flow of information and status updates between Operations and internal stakeholders.

Manager, Technical Support / Technical Project manager

Confidential

Responsibilities:

Provided 24x7 on-call Escalation Technical Support to Technical Assistance Center (TAC) on product issues raised from customer, maintaining high system availability and meeting customer Service Level Agreements.
Performed root cause analysis of issues, preventing future occurrences.
Developed and validated IOT and Confidential (First Field Application) Test plans of the very 1st release, reaching milestone and paving way for future deployments.
Planned, upgraded, and monitored nationwide deployment of approved software and hardware, resulting in expansion of product footprint.
Offered Operations expertise to all aspects of product life cycle, including trouble ticket & documents review, R&D / Operations Triage, and Knowledge Transfer, resulting in robust design and deployment, meeting customer requirements.

Confidential

Manager, Operations Support

Responsibilities:

Developed and validated upgrades, user / administration guides, release / monitoring process, resulting in internal approval of software releases.
Automated test plans, set up lab and field test beds and validated end-to-end system functionality, resulting in system software commercial readiness for future customer contracts.
Enabled feedback loops. Improved customer satisfaction from 3 to 4.5 on a scale of 5. Received customer awards.
Increased team efficiency 50% by streamlining processes.
Reduced deployment costs 30% by implementing remote support optimizing resource management.
Eliminated system outages during Acceptance Testing by developing robust dry run process, including field configuration and relevant logistics.
Exceeded team goals and KPIs despite reduction in force, budget, and increased work load.
Demonstrated “can do” attitude to senior management and customers.
Provided Confidential, support, and services for product line, contributing to cumulative product revenue of $1B over the years.
Recognized as key player and subject matter expert in Confidential .

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Manager, Technical Services / Technical Project Manager Resume

Berwyn, PA

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